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- Tasks: Lead and support the Level 1 Service Reception Team in a dynamic banking environment.
- Company: Join Kyocera, a company committed to communication, courage, and cooperation.
- Benefits: Enjoy competitive salary, 25 days holiday, and perks like cycle-to-work and electric car schemes.
- Why this job: Be part of a team that values customer service and continuous improvement in a supportive culture.
- Qualifications: Experience in a Service Desk environment and strong customer service skills are essential.
- Other info: Diversity is celebrated here; we welcome applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Customer Services Team Leader
Division: ICT Services
Department: Service Desk
Reports to: Service Desk Manager
Main Goal: To provide day to day management, supervision and support for the Level 1 Service Reception Team.
Responsibilities/Tasks:
- Work with Service Desk Managers (SDM) to effectively support and develop the Level 1 Service Reception Team.
- Ensure adequate staffing levels and manage the workload of the teams.
- Develop a training programme to ensure appropriate levels of knowledge is readily available for the teams.
- Review, recommend and implement processes to increase efficiency and effectiveness of the teams.
- Provide support and advice relating to calls and other operational issues to the role holders’ immediate teams as well as supporting the rest of the service desk.
- Work closely with the SDM and other SD TLs to provide an exceptional level of service to both customers and internal stakeholders.
- Monitor SLAs ensuring they are adhered to highlighting any recurring issues.
- Produce scheduled and ad hoc reports as required by management.
- Provide support and resolve issues over the phone.
- Escalate unresolvable issues to the Field Service Team, Remote Resolution Team or into the Third Line Print Team as appropriate.
- Work closely with the IoT Team for all KFS support queries.
- Ensure that all customer interactions into the Service Reception team are actioned within set SLAs & Resolutions periods.
- Ensure that all web chat interactions from customers are answered within 2 minutes of being received by an agent.
- Quality Management – Ensure that monthly call quality and weekly incident management is completed to the relevant standards.
- Escalation/Complaints Management – ensure that all first line escalations and/or complaints are handled within the set timeframes.
- Attend customer meetings as required.
- People Management - Attendance & Performance management, motivation, defining success, development, holiday management, as well as any other aspects of people management that may occur.
- Conduct monthly 1-2-1’s and team meetings.
- Any other task as directed by management.
Knowledge, Experience & Skills:
- Knowledge of Mitel phone system.
- Experience in working within a Service Desk Environment.
- Strong fault finding and resolution skills.
- Strong customer experience skills.
Competencies & Key Success Factors:
- Ability to motivate a team.
- Customer Centric.
- Always looking at ways to improve the overall service delivered.
What we can offer you:
- Salary (Competitive)
- 25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years. Part time employees is a pro rata equivalent.
- The ability to Buy and Sell holiday (up to 5 days per year)
- A Volunteer Day
- Life Assurance (4 x base salary)
- Pension Scheme - A total contribution of 8% - 5% Employer and 3% Employee.
- Company sick pay (1 week after 6-month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
- Employee Assistance Programme
- Coaching and Mentoring
- Cycle2Work Scheme - salary sacrifice scheme to purchase bikes at a discount
- Access to additional discounts / perks
- EyeCare - Access to money off for glasses and sight test
- Electric Car Scheme - Open to all eligible employees to benefit from getting an Electric Vehicle Via Salary Sacrifice
- Flu Jab
- Eligibility for Costco Membership
Values: The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.
Equality and Diversity Statement: Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.
Recruitment Agencies: Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.
Contact Centre Team Leader - Banking employer: KYOCERA Document Solutions UK
Contact Detail:
KYOCERA Document Solutions UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader - Banking
✨Tip Number 1
Familiarise yourself with the Mitel phone system, as it's a key requirement for this role. Understanding its functionalities will not only help you in interviews but also demonstrate your proactive approach to learning.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've motivated teams in the past. Think about specific situations where you improved team performance or customer service, as these will resonate well with the hiring managers.
✨Tip Number 3
Research the company's values, especially the 5 C’s: Communication, Courage, Commitment, Cooperation, and Consciousness. Be ready to discuss how you embody these values in your work, as cultural fit is crucial for us.
✨Tip Number 4
Prepare to discuss your experience in a Service Desk environment, focusing on your problem-solving skills and customer-centric approach. Highlight any specific metrics or achievements that demonstrate your effectiveness in previous roles.
We think you need these skills to ace Contact Centre Team Leader - Banking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Emphasise any previous roles where you managed a team or improved service delivery.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your ability to motivate a team. Mention specific examples of how you've successfully handled escalations or improved processes in past roles.
Showcase Relevant Skills: Highlight your knowledge of the Mitel phone system and any experience in a Service Desk environment. Include examples of your problem-solving skills and how you've enhanced customer experiences.
Align with Company Values: Familiarise yourself with Kyocera's values of Communication, Courage, Commitment, Cooperation, and Consciousness. Reflect these values in your application to demonstrate your fit within their culture.
How to prepare for a job interview at KYOCERA Document Solutions UK
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Contact Centre Team Leader. Familiarise yourself with the key tasks such as managing the Level 1 Service Reception Team and ensuring adherence to SLAs. This will help you demonstrate your knowledge during the interview.
✨Showcase Leadership Skills
Prepare examples that highlight your ability to motivate and manage a team. Discuss any previous experiences where you successfully led a team, resolved conflicts, or improved team performance. This is crucial for a role that involves people management.
✨Demonstrate Customer-Centric Mindset
Be ready to discuss how you prioritise customer satisfaction in your work. Share specific instances where you went above and beyond to resolve customer issues or improve service delivery. This aligns with the company's values and expectations.
✨Prepare for Scenario-Based Questions
Anticipate questions that may ask how you would handle specific situations, such as escalations or complaints. Practising your responses to these scenarios can help you articulate your problem-solving skills and approach to maintaining quality service.
